ATOS IT Solutions and Services

SAP Enterprise Support

Offering

Your business technologist. Powering progress

Support Services
SAP Enterprise Support - Goal
SAP Enterprise Support helps to implement, operate, and innovate better

How can I implement in time and budget?

Support begins with day one
Implement better with guidance from SAP, leverage end-to-
end support infrastructure, and lifecycle management

How can I avoid disruptions to my business?

Run SAP like a factory
Operate better through improved supportability, performance,
reduced TCO, and better collaboration with SAP

How can I rapidly leverage software innovations?

Do what you do best, even better!
Innovate better and quickly meet business requirements for
continuous growth and increased competitive advantage!
SAP Enterprise Support
The industry-leading support offering

Drive efficient Protect your business Foster your companys

implementations that and achieve operational growth by continuously
meet your business excellence evolving your business
needs and IT processes
Maintenance is a Strategic Asset

Benefits of SAP Enterprise Support

Partner Customer
Value of SAP Enterprise Support

Ready Reduce
for innovations total cost of ownership

Free up
Helpdesk resources Fast
Service delivery issue resolution
management
Minimize
Reduce time to implement
unplanned downtime

Enterprise Support helps to implement, operate, and innovate better!

Implement Better
Complete the project on time, within budget and limit risk

Get ready for ... move on with the ... and have a
your project... help of experts... successful go-live!

Requirements Design Build & Test

Implementation
Implementation Know-How
Know-How Technical
Technical Quality
Quality Support
Support and
and Maintenance
Maintenance
and
and Tools
Tools Checks
Checks and
and Tools
Tools Services
Services
ASAP Service
Service level
level agreement
agreement
ASAP supports
supports cost-effective
cost-effective Standardized
Standardized risk
risk evaluation
evaluation
and
and speedy
speedy implementations
implementations Analysis Help
Help desk
desk -- large
large skills
skills and
and
Analysis and
and verification
verification of
of sizing
sizing
SAP
SAP Solution
Solution Manager
Manager helps
helps in
in and
and system
system configuration
configuration experience
experience to
to assist
assist
documenting
documenting processes
processes and
and Avoidance Test
Test management
management and
and change
change
Avoidance of
of unnecessary
unnecessary
preparing for smooth operations
preparing for smooth operations management
management through
through SAP
SAP
modifications
modifications
including
including proactive
proactive monitoring
monitoring Solution Manager
Solution Manager
and root-cause analysis
and root-cause analysis

SAP Enterprise
Support helps
customers to
implement better!
2013 SAP AG. All rights reserved. 6
Implement Better
Smooth implementations through SAP Enterprise Support

PARTNER
The Case
Implementation project Documentation Project mgmt.
of Solution Service Desk
Introduction of SAP Extended
Test
Warehouse Management (EWM) Run SAP mgmt.
Extension of FI, CO
Introduction of HCM Change mgmt.
Roll-out into other countries New
SAP solution Service Level
Service Desk
Focus topics Agreement
Business process transparency
Monitoring of business processes
Data consistency, data backup, recovery
Software change management one SAP GoingLive Check
transport order CUSTOMER
Job management process automation
Remote diagnostics
Implementation method
Training & certification End-to-end support infrastructure

Clear Value With SAP Enterprise Support

SAP standards help to make a reliable project plan: ASAP supports cost effective and speedy implementations, Run SAP
helps to secure the management of end-to-end solution operations , close integration of project management, service
desk, test management and change management through SAP Solution Manager
Simplified roll-out into other countries through existing test cases and template roll-out
Service level agreement of top issues ensures fast processing of high priority messages during implementation
2013 SAP AG. All rights reserved. 7
Operate Better
Stability, Security and Performance of the IT landscape

Efficiently manage ... enhance stability and ... save time and money
your SAP solution... process performance... for future innovation!

Operate Optimize

Operations
Operations Know-How
Know-How Technical
Technical Quality
Quality Support
Support and
and Maintenance
Maintenance
and Tools
and Tools Checks
Checks Services
Services
Run Service
Service level
level agreement
agreement
Run SAP
SAP optimizes
optimizes the
the ongoing
ongoing Business
Business process
process analysis
analysis and
and
management
management of
of end-to-end
end-to-end solution
solution monitoring
monitoring Help
Help desk-
desk- large
large skills
skills and
and
operations
operations System experience
experience to
to assist
assist
System performance
performance
SAP
SAP Solution
Solution Manager
Manager provides
provides end-to-
end-to- improvements
improvements Problem
Problem resolving
resolving
end
end application
application lifecycle
lifecycle management
management Security
Securityimprovements
improvements
ensuring
ensuring stable operations and
stable operations and enabling
enabling
Data
Data volume
volume management
management
accelerated innovation
accelerated innovation

SAP Enterprise
Support helps
customers to
operate better!
2013 SAP AG. All rights reserved. 8
Operate Better Case Study
Business continuity through SAP Enterprise Support

The Case PARTNER

Small Transportation Company
High priority problem cases Root Cause
SAP logistic solution stand-still Analysis

Shipping documents Service Desk

cannot be created
Planned transports
are in danger and SAP Solution
Manager
cant move
Financial damage
Damage of image CUSTOMER
(transportation
company does not
deliver in time)
End-to-end support infrastructure

Clear Value With SAP Enterprise Support

SAP Solution Manager inclusive usage of service desk end-to-end support infrastructure
Problem processing and solving, providing solution following service level agreement (reactive support) - Priority 1
messages directly forwarded to SAP for immediate action without any interruptions

2013 SAP AG. All rights reserved. 9

Innovate Better
Make innovation easier

... install ... activate

Find whats new... innovations, ... and use them!

Requirements & Design Build & Test Deploy

Business
Business Function
Function Technical
Technical Quality
Quality Support
Support and
and Maintenance
Maintenance
Prediction
Prediction Checks
Checks Services
Services
Find Business
Business process
process change
change
Find the
the enhancement
enhancement package
package Test
functionality analyzer
analyzer (included
(included inin Test management
management and
and change
change
functionalitythat
that is
is right
right for
for your
your management
SAP
SAP Solution
Solution Manager)
Manager) management through
through SAP
SAP
landscape
landscape Solution
Specific Solution Manager
Manager
Specific technical
technical quality
quality checks
checks
Identification
Identification of
of relevant Help
relevant for installation, upgrade,
for installation, upgrade, Help desk
desk
innovations
innovations based
based on
on actual
actual downtime,
downtime, etc.etc. available
available Problem
Problem resoving
resoving
system
system usage
usage data
data

SAP Enterprise
Support helps
customers to
innovate better!
2013 SAP AG. All rights reserved. 10
Innovate Better Case Study
Quick innovation through SAP Enterprise Support

The Case PARTNER

Consumer Products Company Test mgmt.

In need of improving sales order entry Change mgmt.
processes instantly!
TQCs

Customers sales Service Desk

department requires a
solution to speed up their
sales order entry process, SAP Solution
Manager
currently it takes too much
time and as a result
opportunities are lost CUSTOMER
SAP delivered the required
functionality with the latest
enhancement packages
End-to-end support infrastructure

Clear Value With SAP Enterprise Support

Technical quality checks to optimize the customer solution, such as with EHP installation check, which assesses
the technical risks and effort drivers of SAP enhancement package installations

2013 SAP AG. All rights reserved. 11

SAP Enterprise Support Pathway
Suitable offerings for every experience level!

Customer Situation:
Established IT processes allow
automation of IT and provide
SAP Enterprise Support Offering

innovation to business

Customer Situation:
Solution runs stable and
optimization potential is
recognized
SAP Enterprise Support
e.g. SAP enhancement
Customer packages, extended ALM
Situation: capabilities in SAP Solution
New customer or Manager,
customer with no
SAP Enterprise
Support experience
SAP Enterprise Support
e.g. Mission critical support,
Run SAP, SAP Solution
Manager, .

Continuously extend the usage of SAP Enterprise Support offerings over the time

SAP Enterprise Support

e.g. Technical quality checks, SAP
Solution Manager, ASAP,
ATOS Competencies and Capabilities
Profile

ATOS provides innovative business solutions and services for holistic

transformation and optimization of your IT Architecture, business
processes, applications and infrastructures with SAP ERP, the
successor of the SAP SAP ERP platform.
ERP Consolidation and Harmonization
ERP Implementation and Enhancements
ERP Upgrade Service
We are one of the largest SAP integrators, with 30 years of
accumulated experience and global implementation.
We have multivendor reach through partnership with Oracle,
Microsoft and many others.
Our intimate process knowledge is based on our exclusive market
position within the worlds most global industrial complex Siemens.
Our unique integrated approach provides a systematic solution
coverage and flexible global delivery, using the proven SAP
methodology and LIVE tools.
We have access to the worlds broadest range of security solutions
and services
We offer an end-to-end solution and service portfolio including
application management, shared service modeling and
comprehensive outsourcing .
 ATOS Competencies and Capabilities
ATOS in Bulgaria

BG ADDON package registered in its own namespace in

ATOS IT Solutions and Services EOOD offers IT consulting, design,
1996, the package includes programs for Trial Balance,
implementation and maintenance of the standard business
General Ledger by corresponding accounts, Management
application software SAP Business Suite and SAP ERP (SAP ERP),
report generator, etc. The GL by corresponding accounts
together with a whole range of innovative IT solutions such as
report gives the only possibility for generation of correct
RFID, biometric or mobile solutions, security, etc.
ATOS is one of the leaders on the Bulgarian ERP market. Its highly Cashflow reports;
Transport management a solution that is used as
professional and experienced team of 45 SAP consultants has
extension for SAP Fleet management module. It supports
completed over 120 projects (Appendix A) in large and medium-
tracking of several measuring points, comparison with
sized corporate customers - 70 % of all SAP implementations in the
benchmarks set by the state authorities, GPS integration,
country.
ATOS offers for its customers different packaged products or integration with petrol distributing companies, etc.;
E-invoice a solution that exports invoices in xml format
specific solutions based on local Best Practices. The products are
ready for digital signing;
documented and delivered as BC sets. ATOS Bulgaria supports
Incentive and Commission system a workbench for
some of the products for more than 7 versions of SAP ERP. Some
configuration of very complex bonus calculation schemes
of the products in the list are:
based on source data from the core systems. The
integration with SAP ERP in embedded in the solution;
Several mobility solutions.
ATOS SAP Support Organization
Support operations, procedures and methodologies
Support operations

Identify and rout each Collect and register all
incident. incoming calls, requests
Keep the service and requirements based
organization on its severity (critical,
transparent to the major and minor).
Requester. When user confirms the
Guard that progress is solving of problem the
satisfactory. incident shall be closed
with proposed solution.
Incidents control,
measure the KPI and
keep the SLA.
Guarantee for the fast
identification and
tracking.
Reporting, process and
data analysis.
Data base with the
solutions
Support operations, procedures and methodologies
Procedures

Accepting
Accepting the
the Incident
Incident Searching
Searching for
for errors
errors SAP
SAP Collaboration
Collaboration ATOS
ATOS send
send
Translating:
Translating: Incidents
Incidents Checking
Checking the Customizing
the Customizing the
the incident
incident to
to SAP
SAPActive
Active Global
Global
Completing
Completing the
the problem
problem settings
settings Support.
Support.
description
description Looking
Looking for
for the
the fault
fault
Checking
Checking priority
priorityof
of Incidents
Incidents Analyzing
Analyzing the Incidents
the Incidents
Assigning
Assigning Incident record
Incident record to
to aa Discussing
Discussing the the problem
problem with
with
specific
specific product
product component
component End User
End User
Ensuring
Ensuring working
working remote
remote Reproducing
Reproducing and and isolating
isolating the
the
connection
connection to to SAP
SAP Solution
Solution Incident
Incident
Manager
Manager Deciding
Deciding ifif the
the Incident
Incident is
is due
due to
to
Searching
Searching forfor available
available Technical
Technical aa defective or a non-defective
defective or a non-defective
Notes
Notes cause
cause
Searching
Searching forfor previous
previous customer
customer Continually
Continually documenting
documenting the the
Incidents
Incidents that reported aa
that reported solution approach.
solution approach.
similar/identical
similar/identical issue
issue Testing
Testing the
the solution
solution
Splitting
Splitting up
up Incidents
Incidents that
that
describe
describe more
more than
than one
one problem
problem
Adding
Adding attachments
attachments
Support operations, procedures and methodologies
Methodologies

Service delivery management

Incident management Problem management Change management

Restore a failed (or failing) Prevention of the re-occurrence of The main objective of change
service as quickly as incident by eliminating their root management process is to manage
possible and minimize cause. changes with minimum disruption,
disruption of the service. risk and complexity.
Support operations, procedures and methodologies
Availability, contacts and KPI

Methods of communication
Contacts
Availability of services
Remote connection Support Hotline Number
Regular business hours
SAP Network 070042867
09:00 18:00 CET
E-mail Email Address
Beyond regular business hours
Phone On call support is organized outside of SAP_Support.bg.it-solutions@atos.net
regular business hours. All received calls Support Website
on support hotline will be forwarded to a
dedicate mobile number. http://bg.atos.net/bg-bg/home/we-are/ou
For arisen incident with high priority ATOS r-customers/provisionofsupportservices.
ensure appropriate settings of Help desk
in SAP Solution Manager Enterprise html
Edition for instantly submitting to SAP.

KPI - Response Times and Maximum Processing Times

Priority of incident Agreed Initial Response Agreed Maximum

Time Processing Time

1 = very high 2 working hours 1 working day

2 = high 4 working hours 2 working days
3 = medium 8 working hours 4 working days
4 = low 16 working hours 8 working days
Details
Standards for Implementation and Operations
Overview

Support standards enable you to efficiently implement and

operate high quality SAP solutions for your customers

What you get:

ASAP methodology supports cost effective and speedy implementations
Run SAP optimizes the ongoing management of end-to-end solution operations

How you benefit:

End-to-end support standards and best-practices simplify and guide you during
implementation and management of end-to-end solution operations for SAP solutions
Streamline projects and achieve lower total cost of
implementation from evaluation to post project
solution management and operations
Reduced total cost of operation due to better management
Reduce
cost of operation
of end-to-end operations
Minimize
Direct access: ASAP and Run SAP time to implement
Mission Critical Support
Overview

Customers business will be protected proactively in a best

possible manner 24 x 7 and backed up by SAP, where necessary

What you get:

24 x 7 production down support and root cause analysis for quickly finding the cause of a
problem
How you benefit:
Get customers business back running with the highest
priority and attention from SAP
Fast issue resolution through service level agreement
Reducing unplanned downtimes - thus optimizing business
results
Fast
Direct access: Mission Critical Support issue resolution

Reduce
unplanned downtime
Remote Services
Overview

Technical quality checks are remote services which help to reduce

the customers technical risk and outline optimization potential

What you get:

A portfolio of 15+ technical quality checks (TQCs) help to handle top-issues or to de-
escalate critical situations during implementation, operations and innovation of the
customers SAP solution

How you benefit:

Cut down on time and budget for implementation and innovation
Improve performance, availability, stability, and data consistency
Quality checks to avoid critical situations in the future
active risk mitigation
Increase
IT effectiveness

Decrease
project risks
Remote Services
Portfolio Overview
Details
Technical
Quality Checks

Implement Operate Innovate

TQC Planning TQC SAP EarlyWatch Check TQC for Upgrade

TQC for Implementation
TQC SAP Going Live Support
TQC Integration Validation
TQC SAP OS/DB Migration Check TQC SAP Upgrade Assessment
TQC Business Process Analysis &
TQC EHP Installation Check
Monitoring
TQC SAP Security Optimization Check TQC SAP Downtime Assessment
TQC Technical Performance
Business Function Prediction
Optimization

TQC Solution Transition Assessment

TQC Transport Execution Analysis

TQC Business Process Performance

Optimization

TQC Data Volume Management

Remote Services for Customers
Implement better
Details
Technical
Quality Checks

Service Description
TQC Planning The service provides guidance for technical risk evaluation of customer projects
TQC for Helps to improve the performance of a customers core business processes and main
Implementation interfaces
Scheduling should take place 2 months before the go-live date

I TQC SAP Going Supportsthe customer during critical GoLive phases during implementation projects or
M Live Support upgrade projects to support a smooth start of productive operation
P TQC Integration Performsan end-to-end analysis of a core business process and a critical interface with
L Validation focus on performance and stability deliverables
E
M
E
N
T
Remote Services for Customers
Operate better
Details
Technical
Quality Checks

Service Description
TQC Business Process Analyzes and improves the response times and resource consumptions of individual core
Performance Optimization business process steps

TQC Technical Focuses on improving the overall system performance and increasing the efficiency of
Performance Optimization resource usage by optimizing the database.

TQC Data Volume Helps to setup and monitor a data volume management strategy that defines how to manage
Management and reduce future data growth and reduce existing database size.

TQC SAP Security
O Optimization Check
P TQC SAP EarlyWatch
Check
E
R TQC Business Process
Analysis & Monitoring
A
T TQC Solution Transition
Assessment
E analyzing the production system in regards to SAP support standards for solution operation.
Verifies and improves the security of the SAP systems of customers
Analyzesthe components of a SAP solution, operating system and database to support
customers in optimizing performance and reducing TCO
Identifies
improvement potential for the customer's core business processes and sets up a
business process monitoring example
Provides improvement of the system operations of a productive SAP system, as well as risk
reduction for any transition event. Transparency of the customers challenges is achieved by

TQC SAP OS/DB Migration Manages the risk involved in a migration. The result is that the customers system is prepared
Check for a smooth migration ending with high availability and high performance of the new
operating system and/or database.
Remote Services for Customers
Innovate better
Details
Technical
Quality Checks

Service Description
TQC Transport Execution Analyzes and improves the software change management procedures of the customer.
Analysis
TQC SAP Upgrade Detects critical, technical issues based on defined KPIs which might endanger an upgrade
Assessment project

TQC EHP Installation Supports installation planning of an enhancement package for ERP. Similar to an upgrade
Check assessment, key focus areas are investigated against, for example, compatibility, change
management, data conversion, continuity of the operation.
I
TQC for Upgrade Supports by ensuring that the SAP solution continues to operate efficiently after an upgrade in
N the new software environment by taking action proactively before technical problems can occur.
N TQC SAP Downtime Determines the phases of an upgrade that can be optimized in order to reduce the technical
O Assessment downtime. Therefore, more time is available for post upgrade activities.
V TQC Going Live Support Supports the customer with critical GoLive phases during implementation projects or upgrade
A projects to ensure a smooth start of productive operations.
T Business Function Tailored recommendation of relevant enhancement package functionality adding value to
E Prediction customers existing SAP ERP system (more information: http://service.sap.com/bfp)
SAP Solution Manager
Overview

SAP Solution Manager is the application lifecycle management

platform that provides integrated content, tools, and methodologies

What you get:

Central monitoring and alerting infrastructure and change control management

How you benefit:

SAP Enterprise Support allows SAP Solution Manager usage for full application lifecycle
management of the customer solution
Reduced risk and lowered TCO through standardized and
integrated application lifecycle management according to
IT Infrastructure Library (ITIL)
Lower
Direct access: SAP Solution Manager total cost of
operations

Increase
transparency
SAP Solution Manager in a Nutshell
12 work centers support you throughout the ALM lifecycle
Details
Key
Functionality

SAP Solution Manager addresses the entire IT environment

Including all the processes, tools, services, and an organizational model to manage SAP and
non-SAP solutions throughout the complete application lifecycle.

Solution Documentation
Landscape Transformation
Solution Implementation
Upgrade Management ize Require-
ments

De
Template Management
tim

Maintenance Management

si g
ITIL
Op

n
t
SAP

es
Test Management
Op

Business Process Operations &T

Solution
Deploy
era

Manager
ild te

Change Control Management

Bu

Technical Operations
IT Service Management
SAP Solution Manager
Extended usage rights
Details
Extended
usage rights

Extended usage rights:

Significant extension of usage rights for SAP Solution Manager:
Manage your complete customer solution!
Openness to third-party management tools
Ongoing significant application lifecycle management innovations: For example with
upcoming SAP Solution Manager 7.10 release
Example of the Impact:
Appendix
Deliverable For An Indirect Customer (1/2)
SAP Standard Support vs. SAP Enterprise Support

Deliverables SAP Standard SAP Enterprise Support Benefits of

Support SAP Enterprise Support

Service Level Not Applicable SLA based delivery (leverages SLA SAP<>Partner) Fast help when you need it
Agreement most end-to-end (customer
(SLA) partner SAP)

Escalation Not Applicable Red Light Post Processing (after TQC delivery)
interface

Message Standard processes 7x24 Production Down Support including root cause Highest attention when you
Processing and procedures analysis for Priority 1 messages (Very High incl. GoLive need it most
showstopper and production down) in addition to Involvement of a separate
Service Level Agreement (SLA) team to ensure highest
attention to get customer
business back running as quick
as possible

Infrastructure Access to SAP xSearch Access to SAP xSearch and SAP Notes Database End-to-end support
for and SAP Notes Access to SAP Service Marketplace (key user only) and infrastructure which is unique
Database SAP Developer Network (SDN) in the software industry
collaboration Access to SAP Service
SAP Solution Manager (Application Lifecycle Full access to SAP Solution
Marketplace (key user
only) and SAP Developer Management for entire customer solution) Manager and to upcoming
Network (SDN) onsite at customer, or as an option innovations Advanced tools
SAP Solution Manager, web enabled access to Service Desk at VAR for diagnostics, integration
enterprise edition testing, and monitoring
(functional baseline) available!
Web enabled access to
Service Desk at VAR
Deliverable For An Indirect Customer (2/2)
SAP Standard Support vs. SAP Enterprise Support
Deliverables SAP Standard Support
Remote Remote Services limited to
Services SAP EarlyWatch Alert (**)
SAP GoingLive Check &
(Quality
Checks) SAP GoingLive
Functional Upgrade
Check
SAP OS/DB Migration
Check
Operation Content and supplementary
Standards, tools designed to help
increase efficiency, which
Guidelines and
may include implementation
Methodology methodologies and
standard procedures, an
Implementation Guide
(IMG), Business
Configuration (BC) Sets
SAP Enterprise Support Benefits of
SAP Enterprise Support
Technical Quality Checks (TQCs)* Cut down on time and
Choice of one of the following services, per production budget for implementation
system per year
SAP EarlyWatch Alert (**)
Improve system
TQC for Implementation performance, availability,
TQC GoingLive for Upgrade stability and data
TQC OS/DB Migration Check consistency
Follow-up to critical EWA or Top Issue Comprehensive set of
TQC Planning
TQC SAP EarlyWatch Check
technical quality checks
TQC Going Live Support available
TQC Business Process Performance Optimization Quality checks to avoid
TQC Integration Validation critical situations in the
TQC Data Volume Management
future active risk mitigation
TQC Business Process Analysis and Monitoring
TQC Security Optimization
TQC Technical Perf. Optimization Database
TQC Solution Transition Assessment
TQC Transport Execution Analysis
TQC Upgrade Assessment
TQC EHP Installation Check
TQC Downtime Assessment
Run SAP to establish end-to-end solution operations Cost effective & speedy
SAP standards for solution operations (17 standards implementation and
available) available on Service Marketplace and SAP standardized operation
Solution Manager Standards that allow you to
Configuration guidelines, content and provision of best operate on a very cost effective
practices for SAP system administration and SAP solution level
operations (extended scope)